Service Desk Analyst

Role Summary

Service Desk Responsibilities

• Handle user contacts through phone, email, self-service portal, and chat.
• Log, categorize, prioritize, and document incidents and service requests in the ITSM system.
• Resolve first-line password, account, application, printing, and connectivity issues.
• Perform initial troubleshooting and route unresolved issues to the appropriate resolver group.
• Keep users informed through incident resolution and closure.
• Escalate potential major incidents according to the defined process.
• Provide feedback on knowledge article accuracy, usability, and content gaps.
• Support communications during planned changes, service disruptions, and outages.
• Meet quality, productivity, SLA, and customer satisfaction targets.

Required Skills and Competencies

• Troubleshoot Windows 10/11, Microsoft 365, Exchange Online, and Active Directory.
• Troubleshoot TCP/IP, DNS, DHCP, VPN, and Wi-Fi networking issues.
• Use remote support, endpoint management, and ITSM tools.
• Author knowledge content and use basic PowerShell for diagnostics.
• English and Arabic are both identified as required languages.

Qualifications and Certifications

• 1–3 years of experience is specified.
• A bachelor’s degree or diploma in IT or a related discipline is required.
• ITIL Foundation certification is required.
• Microsoft MD-102, MS-900, or equivalent certification is preferred.

Additional Experience and Conditions

• Education-sector IT support experience is a strong advantage.
• Familiarity with academic calendars, examination periods, classroom technology, computer labs, and safeguarding is favorably considered.
• Availability for escalation outside core hours is required.
• Clean police clearance and security vetting are required.

Workplace

• The source states the role location as the UAE.
• Structured source metadata identifies the workplace as onsite.